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Operations Manager

4 weeks ago

Concord, Massachusetts, United States Colwen Hotels Full time

At Colwen Hotels, we're seeking a detail-oriented and engaging Operations Supervisor to support our front desk and housekeeping operations. As a key member of our team, you'll be responsible for training, supervising, and scheduling front desk and housekeeping teams. You'll also provide administrative support to the hotel manager, act as MOD, and respond to guest requests and issues. This is a hands-on role that requires flexibility and a willingness to work varied hours, including nights, weekends, and holidays.

**Key Responsibilities:**

* Assist in interviewing and supervising front office associates
* Review staff to ensure adherence to established policies and procedures
* Process check-in and check-out, verify billing, create reservations, and process special requests
* Maintain open collaborative relationships with direct reports and management
* Ensure compliance with Federal and State Labor laws
* Investigate and resolve guest complaints
* Monitor budgets and payroll records
* Analyze processes for continuous improvement and efficiency
* Coach and support front office team to effectively manage occupancy, guest service, and controllable expenses
* Identify service issues and trends, and facilitate creative solutions
* Balance cost controls with exceptional guest service and associate satisfaction
* Maintain strict key controls and safety and security standards

**Requirements:**

* Two-year college degree or equivalent hospitality experience
* Previous brand-specific experience preferred
* Strong leadership and interpersonal skills
* Excellent verbal and written communication skills
* Reliable with the ability to multitask and work under pressure
* Intermediate to advanced computer skills
* Familiar with common computer software programs
* Willingness to work varied hours, including nights, weekends, and holidays

**We've Got You Covered:**

* Medical insurance with company-funded HRA
* Dental insurance
* Vision insurance
* Flexible spending accounts
* Wide-array of supplemental insurance offerings
* Paid time off programs
* Employee assistance program
* 401K plan with employer match
* Hotel discount travel program for associates and family
* Exclusive associate discounts - travel, entertainment, and retail
* Training and development programs

Colwen Hotels is an equal opportunity employer.